Application Support Associate Manager

Job Brief:

The Application Support Associate Manager is responsible for managing the performance, maintenance, and support of all core business applications across Emkan’s ecosystem. The role ensures high availability, efficiency, and continuous improvement of systems used by internal users, customers, and partners. The manager leads a team that provides Level 1–3 support, coordinates with vendors, and ensures timely resolution of incidents and service requests while maintaining compliance with service-level agreements (SLAs) and regulatory standards.

Responsibilities:

• Oversee day-to-day operations and support for all business-critical applications, including digital lending platforms, CRM, ERP, and integrations.
• Manage incident, problem, and change management processes in alignment with Emkan’s Service Delivery Management.
• Serve as the primary escalation point for application issues affecting end-users and business continuity.
• Define, monitor, and report on SLAs, KPIs, and service performance metrics.
• Ensure timely resolution of incidents and service requests through root cause analysis and preventive action.
• Maintain a knowledge base for common application issues and resolutions.
• Implement and maintain application performance monitoring tools.
• Proactively identify and resolve performance bottlenecks.
• Ensure security, data integrity, and compliance of supported applications.
• Lead, mentor, and develop a team of application support specialists and analysts.
• Allocate resources effectively to meet business needs and shift coverage.
• Promote a culture of customer service, accountability, and continuous improvement.
• Ensure application support activities comply with internal policies and external regulations (e.g., SAMA, ISO, NCA).
• Participate in audits, business continuity planning, and disaster recovery testing.
• Maintain logs, reports, and documentation as per IT governance requirements.
• Collaborate with cross-functional teams, including development, operations, and security teams.
• Act as a bridge between technical teams and management to ensure effective communication.

Qualification and Experience:

• Bachelor’s degree in IT or Business Administration or any related discipline.
• 6 – 8 years of relevant experience in IT Banking Operations and especially in IT the development and implementation of IT applications.
• Strong understanding and working knowledge of application development and support for Core banking applications and mainframe environment.
• Ability to work in a highly dynamic environment with a strong focus on maintaining the uptime of all running applications.
• Deep understanding of banking applications environment is a must.